Hospitality world: ORM Seminar

#Session1
Online Reputation Management

-> Undertake comprehensive research and analyse the online content
-> Track under actions and opinions about your brand
-> Reduce your risk of featuring amongst negative user sentiments
-> Enhance your web presence and create positive user perceptions

Review Pro vs. TrustYou

o Compare services - what do they offer to hotels

Review Pro:

- manage online reputation

- offer a benchmark of competition

- resolve problems quickly

- increase revenue

- gather direct guest feedback

TrustYou: TrustYou’s mission is to positively influence travelers’ decisions. We understand the untold challenges everyone faces in their quest to make good choices. Digesting opinions is now beyond any one person’s ability. So, we aggregate, analyze and distill hundreds of millions of opinions scattered across a vast, fragmented market to make digesting this information simple. The products are simple. We offer:

- Reputation Monitoring,

- Reputation Surveys,

- Reputation Marketing that influence more than 50 million travelers booking décisions.

o Why is it important to ROI

Reputation = Revenue

ORM offer tools to monitor, analyze, manage & improve your hotel's online reputation across hundreds of sources to increasse satisfaction and grow revenue.

Besides, the ORM companies enable hôtels to manage online reputation. It is very useful for hotels because online reputation directly influences hôtels revenue.

o Which service would you choose - why?

Manage Online Reputation would be chosen.

understand what travelers are saying and fix problems before they harm your reputation.

It is a preventive tool.

o What is the relationship of ORM to social media?

ReviewPro offers a guide with a little collection of tips that can be used to get more out of the socila media presence.

It enables to:

- go beyond the basics & explore some tips to optimize social media activity

- discover new and creative marketing opportunities through social networks

- learn to integrate social media with e-mail

- learn to integrate social media with review analytics

It allows you to monitor & reply to every social platform (tweets, posts, tips) all with one simple login.

TrustYou's semantic analysis is uniquely tailored for social media and the hospitality industry, detecting positive, negative and neutral sentiments for various categories within review text.

o How would you use ORM in your hotel website, in your social publishing? Maximize UGC?

I would use an ORM company since it offers a web based analytical tool to know everything that is being said about my propertyonine. Also to effectively manage the improvements process, leading to increased guest satisfaction & increased revenue.

UGC: User-Generated Content

It is a term to describe any form of content (videos, blogs, audio files) & other forms of media created by consumers of an online sytstem or service & is publically available to others consumers and end-users.

The role of online reviews in measuring & improving quality is a topic we discuss frequently at RewiewPro. Yet reviews and UGC also present a significant opportunity to increase the number of people coming to your website, & to convert more of those visitors.

For TrustYou, UGC came along and changed how travelers based their booking décisions on traditional advertisements and marketing. UGC enables travelers who could turn to the opinions of their peers to get an inside look at what the hotel was really like. Now, there are hundreds of platforms where travelers can write reviews and voice their opinions.

#Session2

WordItOut